Tier 1 Application Support

United StatesThis position is not eligible for employer sponsorship. Applicants must be legally authorized to work and must not require employer sponsorship.Location:20 E Thomas Rd, Phoenix, Arizona 85012 United States of AmericaJob DescriptionTo ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance). Use of AI throughout the application and recruiting process may result in removal from consideration. Our goal is to get to know your authentic experiences, communication style, and problem-solving approach.Position Overview:Under the direction of the Storage Support Manager, Tier 1 Application Support are responsible for providing support, via phone queues and live chats to U-Haul Affiliates and end users of the computer-based systems which comprise the WebSelfStorage Application. The ideal candidate must be extremely customer-focused, technically savvy, analytical, and data-oriented, composed under pressure, and able to creatively problem-solve issues while maintaining positive communication at all times.This is an in-office position located at our Midtown Campus in Phoenix, AZ.Responsibilities:Provide support to U-Haul affiliates and end users regarding questions and/or problems concerning the WebSelfStorage application.Have a comprehensive understanding of the WebSelfStorage application and know how to identify when WebSelfStorage is/is not functioning correctly.Educate U-Haul affiliates concerning the WebSelfStorage application.Develop an understanding of affiliates, their business model, and their workflows.Focus on the client’s experience with the Web Self Storage Application.Responsible for various special duties as assigned as well as basic functions of telephone and chat support.Responsible for troubleshooting and resolution with full documentation and escalation as applicable.Maintain detailed and up-to-date notes on all affiliate tickets.Remain even-tempered and diffuse difficult situations with upset customers.Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading.Requirements:At least 1 to 2 years of technical support or call center experience related to area of assignment; OR any satisfactory equivalent combination of education, training, and/or experience relevant to the position preferred.Experience in customer service and have a positive attitude toward helping business affiliates.Ability to multi-task.Excellent verbal and written communication skills.Appropriate professionalism and demeanor, including phone and chat etiquette.Ability to type quickly and articulate information clearly.Typing speed minimum of 30 wpm.Ability to follow instructions.Basic understanding of computer software and an ability to troubleshoot problems.Mental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and to use independent judgment to accomplish results.Flexibility to work multiple shifts including weekends and rotating holidays. (Closed Christmas day)Hours of Operation:Monday - Friday (6:00AM - 5:00PM)Saturday (7:00AM - 3:00PM)Sunday (6:00AM - 1:00PM)Candidates must be flexible with their availability to work within these hours.U-Haul Offers:Medical insurancePrescription drug plansDental & Vision plan with hearing care discountsOnsite medical clinic for team members and eligible family membersNew indoor fitness gym (Midtown Phoenix campus)Get Fit Gym Reimbursement ProgramRegistered Dietitian ProgramWeightWatchersCVS Virtual CareU‑Haul Kids Program24‑Hour Nurse LineWellness Program (Healthier You initiatives & challenges)Mindset App ReimbursementPet Insurance & Wellness plansCareer stabilityOpportunities for advancementValuable on‑the‑job trainingTuition Reimbursement ProgramFree online courses for personal and professional development at U‑Haul University401(k) Savings PlanEmployee Stock Ownership Plan (ESOP)Company‑paid life insuranceVoluntary life insurance optionsShort-Term and Long‑Term DisabilityCritical Illness, Accident & Hospital Indemnity plansBusiness & business travel insuranceMetLaw Legal ProgramMetLife Auto & Home InsuranceLifeLock Identity Theft ProtectionDave Ramsey’s SmartDollar Financial Wellness ProgramU‑Haul Federal Credit UnionPaid holidays, vacation, and sick timeYou Matter Employee Assistance Program (EAP)Discounts on cell phone plans, hotels, computers, vehicles & moreCommunity involvement & volunteer opportunitiesU‑Haul Mothers Program (Paid maternity leave)#LI-DJ1U-Haul Holding Company, and its family of companies including U-Haul International, Inc. (“U-Haul”), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team. U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.SummaryLocation: Phoenix, ArizonaType: Full time